Airlines and hotels: compensation by miles/points greatly reduced

As you know, airlines and hotel chains have made available to their customers physical or electronic addresses allowing them to file complaints about their customer experience.

Airlines used to compensate their customers with miles when problems arose.

For example, Delta Air Lines offered 5,000 miles for delayed baggage, Air France between 7,000 and 10,000 miles for a non-functional video system during a flight.

Hotel chains were offering the same thing, especially when hoteliers were not honoring the benefits associated with their loyalty programs. 1000 points at SPG for an upgrade not honored while available, for example.

Now it’s much more expensive. I accumulate emails saying “We have understood the problem, we will alert the manager”, without trying to compensate the customer for a service not delivered.

In short, customer services do not do a little more to retain these dissatisfied customers.

Your opinion on this?

Olivier Delestre-Levai
Olivier Delestre-Levai
Olivier has been into airline blogging since 2010. First a major contributor to the FlyerTalk forum, he created the FlyerPlan website in July 2012, and writes articles with a major echo among airline specialists. He now co-runs the TravelGuys blog with Bertrand, focusing on travel experience and loyalty programs.

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